Can we talk about how a simple password reset can turn into a full day project?

I had to recover an old account for a client in Phoenix and the 2FA was tied to a phone number they hadn't used in 5 years. It took me over 8 hours of back-and-forth emails with support, digging up ancient invoices for proof. Has anyone else had a simple security measure cause a massive delay like that?

3 comments

3 Comments

stellac6623d ago

Oh man, do I ever feel this. I once got locked out of my own email because the backup account was an old college address that got deleted. The support questions were things like "what was the subject line of an email you sent in April 2013?" Like, are you kidding me? I had to basically perform digital archaeology to prove I was me. It makes you want to scream.

william_jackson6523d agoProlific Poster

Digital archaeology" is the perfect way to put it, @stellac66. It's like they want you to remember tiny details from a decade ago when you were a totally different person. I had to name my first three contacts in an old account once. I was just putting in random names of people I might have known. It feels less like security and more like a weird memory test you're set up to fail.

danielb4323d ago

Honestly, what finally worked for me was just asking to talk to a supervisor right away. The first line support people never have the power to fix it.